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Buscamos una persona organizada, ágil y con excelente comunicación escrita para gestionar las solicitudes de nuestros usuarios (PQR). Será responsable de atender peticiones, quejas y reclamos de clientes y aliados, garantizando respuestas oportunas y soluciones efectivas que aseguren una buena experiencia de servicio.
Funciones principales:
- Gestionar y responder PQR de usuarios y comercios
- Hacer seguimiento a los casos hasta su cierre
- Escalar situaciones complejas cuando sea necesario
- Mantener registro organizado de cada solicitud
- Proponer soluciones rápidas y efectivas ante inconvenientes
- Apoyar la mejora continua del servicio a partir de los casos atendidos
Requisitos:
- Bachiller, técnico o tecnólogo (preferiblemente en áreas administrativas o de servicio al cliente)
- Mínimo 24 meses de experiencia en servicio al cliente, soporte o call center
- Excelente redacción y ortografía
- Manejo básico de herramientas digitales
- Capacidad para trabajar bajo presión y gestionar múltiples casos
Se valorará:
- Experiencia en plataformas digitales
- Manejo de CRM o sistemas de tickets
- Habilidad para resolver conflictos y tomar decisiones básicas
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